(I’m selling a customer an iPad and introducing a new warranty which covers accidental damage, meaning you can replace your iPad for $50 rather than buying a whole new one. It’s a fantastic deal and, as the customer in question is buying the iPad for his eight-year-old daughter and wants the most expensive model, I am trying to convince him that the extra $99 for it is really worth it.)

Me: “Sir, just to check, you’re getting this for your daughter, you said?”

Customer: “Yeah. I mean, we’ll use it too, but it’s mostly for her.”

Me: “I see. In that case, you really want to consider getting the extra warranty.”

Customer: “But it comes with one that covers it for a year, right?”

Me: “Yes, but it doesn’t cover accidental damage. If she accidentally drops it and cracks the screen, it’ll cost full price to replace without the warranty. With the warranty, it’s only $50 to replace it.”

Customer:*considers it for a moment, then shakes his head* “Nah, we’ll be okay. I’ll tell her to be real careful.”

Me:*gesturing to a nearby table where we have iPads set up for kids to play with* “Sir, I’m sure your daughter is really careful with her toys, but iPads are really fragile and kids sometimes forget they’re not as hardy as their other things.”

(In perfect timing, a kid at the table then starts banging the iPad on the table hard. I grimace and the customer cringes slightly.)

Customer: “Err, no, no. It’s okay. We’ll be careful.”

(I get him to at least buy a screen cover and ring him up. He’s excited and happy at the end, so I figure everything’s all right and hopefully his daughter is as careful as he says she is. The next day, however, I see him come in with the iPad, case, and several small glass shards from the broken screen in a Ziploc bag. He sees me on his way to the tech counter and sheepishly holds up the bag.)